Why do we make sales so awkward when, really, it's just a conversation?

In this episode of Behind the Books, we're joined by Natalie Tolhopf, sales and business coach, author, speaker and a familiar face to the NZQBA community.

Nat has spoken at our conferences, MC'd an entire event, and even turned this year's session into a game of netball. So we knew this conversation would be anything but boring!

We talk about why business owners overthink sales, how Bookkeepers can confidently offer additional services, and why the biggest opportunities for growth might already be sitting within their existing client base.

Nat also puts Sandi and Kenn through an unexpected sales coaching session, shares her own business journey (including some hard lessons), and somehow we end up discussing babies, hormones and overthinking!

This episode covers:

• Why sales doesn't need to feel pushy or uncomfortable
• How to turn everyday client conversations into opportunities
• Why Bookkeepers should stop giving away valuable work for free
• How to build a 'sticky business' that keeps clients coming back
• Why growing bigger doesn't always mean growing better
• The importance of confidence, reputation and knowing your worth
• Why sometimes all you need to do is ask!

If you've ever hesitated to offer an additional service, worried about charging your worth, or wondered how to grow without constantly chasing new clients, this conversation is for you.

Find out more about Nat: https://natalietolhopf.com/

Managing money isn't always about having more of it. Sometimes, simply understanding where you are and where you're heading can make an enormous difference.

In this episode of Behind the Books, we're joined by Jason Leong, co-founder and CEO of PocketSmith, the New Zealand-founded personal finance platform now used by people around the world.

Jason takes us back to the beginnings of PocketSmith and the personal problem that inspired him to build it, before we dive into the bigger questions around money, technology and financial confidence.

We talk about why curiosity is one of the most important financial habits you can develop, what open banking actually means in plain English, and how technology is changing the way people understand and interact with their money.

We also explore AI and the future of Bookkeeping, including why Jason believes technology can take away more of the mechanical work while creating even more opportunity for Bookkeepers to focus on insights, conversations and the work that really matters.

This episode covers:

• Why financial visibility can reduce uncertainty and stress
• How curiosity helps build financial confidence
• What open banking actually means for everyday New Zealanders
• How PocketSmith brings complex financial information together
• Where AI can genuinely help with financial data and decision-making
• Why humans still need to remain firmly in the driver's seat
• How technology could make the role of Bookkeepers even more valuable
• Why the ultimate goal isn't a perfect budget, but having the confidence to get on with your life

It's a fascinating conversation about money, behaviour and technology, with plenty of laughs and a few unexpected detours along the way.

Running a bookkeeping business shouldn't mean holding every task, follow-up and deadline in your head.

In this episode of Behind the Books, we're joined by Heidi Wruck, founder of JuicyCRM, a platform Kenn and Sandi openly admit they absolutely love using to run NZQBA.

Heidi shares how her journey took her from early childhood education and owning a butchery to business support, systems and eventually JuicyCRM.

We talk about the mental load that comes with running a business, why automation doesn't have to mean losing the personal touch, and how the right systems can give Bookkeepers back valuable time and headspace.

This episode covers:

• Why good systems can help reduce the mental load of running a business
• When it's time to move beyond spreadsheets and disconnected software
• The Bookkeeper tasks worth automating first
• How to automate client onboarding without losing the personal touch
• Why your time as a business owner isn't free
• How to approach new systems without trying to change everything at once
• Some of the clever ways businesses are already using automation and AI

If you're spending too much time chasing, remembering and manually managing tasks that could be happening automatically, this episode is packed with practical ideas to help you work smarter.

With thousands of apps, integrations and new software tools available, it can feel impossible for Bookkeepers to keep up.

In this episode of Behind the Books, we're joined by Courtney Wilson from The Software Coach to talk about making smarter software decisions without needing to become an expert in every app.

Courtney believes Bookkeepers already bring something incredibly valuable to the software conversation: they know their clients. They understand how the business operates, where the frustrations are and when something simply isn't working.

We discuss why the problem isn't always the software, how people and processes can make or break an implementation, and why the "perfect" software doesn't actually exist. Courtney also shares practical advice for recognising when a client needs help, when to stick with an existing system and when it really is time for a change.

This episode covers:

• Why Bookkeepers don't need to know every app
• Why understanding your client can be more valuable than understanding the technology
• How to recognise the difference between a software problem and a process problem
• Why Courtney recommends thinking carefully before recommending specific software
• How team buy-in can make or break a software implementation
• When to stick with the software you already have and when it's time to change
• Why reporting is one of the most underused software features
• Why saving time shouldn't always be the goal when improving your systems
• How AI is changing the software landscape and why human judgement still matters
• Why Bookkeepers are perfectly placed to spot when clients need additional support

If you've ever felt like you should know more about every app in the ecosystem, this conversation is a great reminder that you don't need to have all the answers. Sometimes the real value is knowing your client, asking the right questions and recognising when it's time to bring in the right support.

What does it really take to build a Bookkeeping practice that is efficient, profitable and valuable?

In this episode of Behind the Books, Kenn + Sandi are joined by Cassandra Scott, experienced Bookkeeping practice owner, industry educator and Industry Specialist at XBert.

After more than 25 years running her own Bookkeeping practice in Australia, Cassandra successfully sold the business she had built. Looking back, she realised something many Bookkeepers don't always recognise: she hadn't simply created a job for herself. She had built an asset with real value.

Cassandra shares what she learned along the way, from becoming an "accidental Bookkeeper" and figuring things out as she went, to building systems, managing a team and eventually preparing a practice someone else wanted to buy.

The conversation explores why Bookkeepers need to think like business owners, why getting your systems and technology right early matters, and how AI and automation are creating opportunities for Bookkeepers to spend less time on repetitive work and more time providing genuine value to clients.

We also talk about the changing Bookkeeping profession, the growing opportunity for Bookkeepers in advisory, the importance of soft skills, and why Cassandra believes the profession needs to get much better at recognising its own value.

Plus, Cassandra explains how XBert helps Bookkeeping and accounting practices improve data quality, manage risk, build better workflows and create more consistent systems across their businesses.

This episode covers:

• Why your Bookkeeping practice is an asset, not just a job
• The importance of getting your systems and tech stack right early
• Why good Bookkeeping is fundamental to good accounting
• How AI and automation are changing the role of the Bookkeeper
• The growing opportunity for Bookkeepers to move into advisory
• Why soft skills will become increasingly important
• Building systems that support people, pricing and growth
• Why Bookkeepers need to recognise and charge for the value they provide
• How XBert supports data quality, risk management and workflow
• What Cassandra believes the next generation of Bookkeeping practices will look like

If you're building a Bookkeeping business, growing a team, reviewing your systems or wondering what the future of the profession looks like, there is plenty to take away from this conversation.

Bookkeepers often underestimate just how much value they bring to their clients.

In this episode of Behind the Books, we're joined by David Morrison, New Zealand Market Lead for COUNT and a familiar face to many Bookkeepers from his years with Thankyou Payroll.

David believes the bookkeeping profession is entering one of its most exciting periods. As AI continues to automate repetitive tasks, the real value of Bookkeepers isn't disappearing... it's becoming even more important.

We discuss why COUNT chose New Zealand as its launch market, how AI is changing the way we work, and why judgement, curiosity and trusted client relationships will always be skills technology can't replace.

This episode covers:

• Why Bookkeepers often underestimate the value they bring
• How AI is creating more opportunities for Bookkeepers
• Why COUNT chose New Zealand as its launch market
• The future skills every Bookkeeper should be developing
• Why curiosity and critical thinking matter more than ever
• What the bookkeeping profession could look like over the next five years
• Why human expertise will always matter

If you've ever wondered what the future of bookkeeping really looks like, this conversation will leave you feeling optimistic about where the profession is heading.

In this episode of Behind the Books, we're joined by Mel Weston from Virtual Mel Business Admin Solutions.

Mel shares her journey from working across multiple industries to building her own successful bookkeeping business, including the lessons she wishes she'd known when she started.

We talk about pricing, confidence, finding your first clients, building a support network, and why running your own business is about so much more than just the numbers.

If you've ever wondered whether you're ready to start your own bookkeeping business, or you're already on the journey and need reassurance that you're not alone, this episode is for you.

We cover:

• How Mel found her very first clients
• The transition from hourly rates to value pricing
• Why confidence is one of the biggest business challenges
• Growing from solo Bookkeeper to building a team
• The importance of community and professional support
• Setting boundaries while running your own business
• Lessons learned from growing a bookkeeping business
• Why "just do it" might be the best advice you'll hear

Whether you're brand new to bookkeeping or growing an established practice, Mel's honest reflections are packed with practical advice and encouragement.

In this episode of Behind the Books, we’re joined by Adriana Cavallo, General Manager of Customer Experience at BGL Corporate Solutions.

This conversation is all about customer experience, leadership, technology, and why Bookkeepers should never underestimate the value they bring to their clients.

Adriana shares her journey from accounting graduate to leading customer experience across a global software company, and how BGL has grown from a desktop software provider into a global platform supporting thousands of businesses across multiple countries.

We also dive into the changing role of Bookkeepers, the impact of AI and automation, and why creating exceptional client experiences is becoming one of the biggest opportunities for businesses in the profession.

This episode covers:

• Adriana’s 13-year journey through 10 different roles at BGL
• How customer experience has evolved from a "nice to have" to a business priority
• Why great leaders create safe spaces for people to learn and grow
• Overcoming imposter syndrome and building confidence in leadership
• The importance of systems, processes, and continuous improvement
• How AI and automation are changing bookkeeping and compliance work
• Why Bookkeepers need to evolve beyond data entry and compliance tasks
• The role technology plays in creating better client experiences
• The power of community, connection, and industry relationships
• Practical advice for building a sustainable and future-focused bookkeeping business

If you've ever wondered how to create a better experience for your clients, how technology is reshaping the profession, or what successful businesses are doing differently, this episode is packed with practical insights and valuable takeaways.

🎧 Listen now and discover why customer experience may be one of the most important investments you can make in your bookkeeping business.